KYC Operations Team Lead

Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

• Team Leadership: Lead by example and drive a customer focused mindset across your team. Promote a culture of ownership and accountability. Build high-performing teams that value knowledge sharing and continuous learning.
• People management: Coach and develop a strong team of KYC Analysts. Come up with initiatives to help your team to grow their skills, behaviours, and competencies. Design and manage development plans on identified opportunities. Conducts career map check-ins and makes recommendations for promotions, salary raises, and other decisions.
• Operational management: Identify and propose opportunities for process improvements. Collaborate with central functions and other operational teams as needed to increase operational efficiency. Provide guidance and support on complex, high-risk cases and escalations, which may include acting as a direct point of contact for customers via email, phone, or video call during sensitive inquiries, interviews, or escalations.
• Performance management: Measure team KPIs and ensure performance targets and quality standards are met while maintaining focus on customer experience. Conduct regular one on one coaching sessions, usually on a weekly or biweekly basis. Run team meetings to ensure that your team is kept up to date with the latest information, share best practices and enhance overall team spirit.
• Expertise Sharing: Be a subject matter expert in your area with the ability to train and coach your team on operational topics. Maintain a good understanding of our regulatory obligations, internal policies, and applying a risk-based approach to deterring and preventing money laundering and financial crime. Able to perform deep dives, understand root causes of problematic cases and propose solutions to senior leadership.
• Planning and execution: Ensure key performance indicators are being met and provide insights to other stakeholders. Take full accountability in delivering your own initiatives and making sure your team is making progress on their goals.
• Stakeholder management and communication: Collaborate closely with your stakeholders ensuring clear communication and coordination of actions. You communicate mindfully and professionally while choosing the right formats and platforms to convey your message to a wider audience in a timely manner. Your initiatives and reports are well documented and it has a clear scope that includes potential impact in different areas.
• Quality assurance and control: Implement and maintain a robust quality assurance framework for your team. Conduct regular checks and reviews of your team’s casework.

• Experience in KYC operations, with a focus on customer due diligence and regulatory compliance.
• Strong leadership and people management skills.
• Excellent communication and stakeholder management abilities.
• Knowledge of AML and financial crime prevention.
• Ability to analyze complex cases and make risk-based decisions.

• Full-time position.
• Compensation: up to BRL 10,900 monthly.